Returns & Refund

Last updated: October 2025

Because our products are frozen and perishable, we cannot accept returns once an order has been delivered. If there’s any issue with quality, temperature, damage, or an incorrect item, tell us within 24 hours and we’ll put it right.

No Returns on Perishables

Our dumplings, crepes and other items are frozen, perishable goods. For food safety and hygiene reasons, we do not accept returns or exchanges once delivered to your address.

This does not affect your statutory rights regarding faulty or misdescribed goods.

If There’s a Problem (Damaged, Defective, Warm/Thawed, or Wrong Item)

Please inspect your order at delivery. If anything is wrong, contact us within 24 hours of delivery help@rassoul.co.uk (Include: order number, a brief description, and clear photos of the item(s), packaging, and the shipping label).

We will assess and offer one of the following, depending on the case and availability:

Replacement of the affected item(s),
Partial or full refund to the original payment method, or
Store credit.

Tip: Keep items frozen and retain all packaging until we resolve your case.

Missing Items / Packing Errors

If something’s missing or incorrect, contact us within 24 hours with your order number and photos of the items received and packing slip. We’ll fix it with a reshipment, refund, or credit.

Delivery, Access & Address Issues

To keep products safe, we deliver to the address you provide and follow your delivery instructions where possible.

Incorrect / incomplete address supplied by the customer may result in failed delivery. We can re-deliver (fees may apply) but cannot refund perishable goods that have left temperature control.
If you choose a safe place/leave at door option, responsibility transfers on delivery; we can’t refund items that are subsequently lost, stolen, or thawed.
Missed delivery attempts: we’ll do our best to contact you. Perishables that can’t be re-delivered the same day are not refundable.

Order Changes & Cancellations

We begin preparing orders quickly to maintain product quality.

Change or cancel your order before dispatch / driver pickup (please email help@rassoul.co.uk as soon as possible).

Once an order has left our facility, we can’t cancel or reroute it, and refunds aren’t available for change-of-mind.

(If you’d like, add your cut-off: e.g., “Same-day orders are locked at 9:00 am for afternoon delivery.”)

Allergens & Product Information

Allergens are stated on product pages and packaging. If you have dietary/allergen concerns, contact us before ordering. We can’t accept returns of perishable items purchased in error, but we’ll always help you choose safely next time.

Exceptions / Non-returnable Items

Perishable food (all of our frozen items) — no returns.
Gift cards and sale items — non-refundable unless faulty.
Any packaging opened or tampered with cannot be assessed for safe return.

Refunds (when approved)

Once we’ve reviewed your case, we’ll confirm the resolution by email. If a refund is approved, it’s processed to your original payment method within 5–10 business days (bank processing times may vary). If you haven’t received it after 15 business days, please contact us at help@rassoul.co.uk.

Legal Note (Cooling-off Period)

Under the UK Consumer Contracts Regulations, the 14-day cooling-off right does not apply to goods liable to deteriorate or expire rapidly, including perishable/frozen foods. For any non-perishable merchandise (if we offer it in the future), standard rights would apply.

Need help?

We’re here to help and we want you to love every order.
Email: help@rassoul.co.uk